We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 381196 results
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Decision Reference DRN-5715168
25 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5715168 The complaint Mr P complains at the price rise in his motor insurance policy with Ageas Insurance limited. What happened Mr P opted to take out a motor insurance policy with Ageas and accepted a quotation. After receiving the documentation, Mr P accepted the quote with the p... (2 pages)View decision -
Decision Reference DRN-4988611
25 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4988611 The complaint Mr B is unhappy HSBC UK Bank Plc (“HSBC”) won’t reimburse him for the money he lost when he fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mr B was... (3 pages)View decision -
Decision Reference DRN-5070368
25 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5070368 The complaint Mrs W and Mr W complain they were scammed by a rogue trader and HSBC UK Bank Plc (‘HSBC’) won’t reimburse them. They’re being represented. To keep things simple, I’ll refer to Mr W throughout this decision. What happened The background is known to both parties.... (3 pages)View decision -
Decision Reference DRN-5111237
25 Jul 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5111237 The complaint Mr H received advice from a representative of St. James's Place Wealth Management Plc (‘SJP’) in 2019, which resulted in him opening a pension with SJP, transferring benefits he held in a former employer’s occupational pension scheme (‘OPS’) and making reg... (5 pages)View decision -
Decision Reference DRN-5703860
25 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5703860 The complaint Miss R has complained about Admiral Insurance (Gibraltar) Limited. She isn’t happy about the way it has dealt with a claim under her motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as foll... (4 pages)View decision -
Decision Reference DRN-5591604
25 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5591604 The complaint Mr and Mrs M are unhappy Lloyds Bank General Insurance Limited turned down a claim on the legal liabilities section of their home insurance policy. Although the policy is in joint names as the claim relates to Mrs M I’ll mainly refer to her in this decision. Wh... (3 pages)View decision -
Decision Reference DRN-5338664
25 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5338664 The complaint C a limited company complains TSB Bank plc unfairly handled its account and provided poor service. What happened C held a business account with TSB. C is represented by Mr B – a director of C. On 7 November 204 TSB carried out a review of C’s account. It sent... (3 pages)View decision -
Decision Reference DRN-5206685
25 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5206685 The complaint Mr S complains that National Westminster Bank Public Limited Company (“NatWest”) didn’t refund him money which was sent to one of its account holders, as part of what he believed to be an Authorised Push Payment (“APP”) investment scam. Mr S has also complaine... (3 pages)View decision -
Decision Reference DRN-5710049
25 Jul 2025 Ellis Bates Wealth Management Limited UpheldPensions and AnnuitiesDRN-5710049 The complaint Ms H has complained about Ellis Bates Wealth Management Limited’s handling of a transfer of pension benefits that resulted from pension sharing following her divorce. What happened I have previously issued a provisional decision regarding this complaint. The f... (6 pages)View decision -
Decision Reference DRN-5200232
25 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5200232 The complaint Mr S complains that Santander UK Plc (“Santander”) didn’t refund him the money he lost, to what he believed to be an Authorised Push Payment (“APP”) investment scam. In bringing his complaint to this service Mr S is represented, but for ease of reading I will ... (4 pages)View decision
